Facilities Operations Customer Service Standards WORK ORDER PRIORITIES

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1 Facilities Operations Customer Service Standards WORK ORDER PRIORITIES In order to provide fair and consistent maintenance service to all University faculty, staff and students, a work priority system has been implemented. Work requests will be evaluated, scheduled and executed based on priority, availability of materials and personnel. Each request will be assigned a work order number and a priority level based on the following priorities criteria: Priority 5 - Emergency (Hazards to Life, Health and Property Work) Emergency Situations should be communicated to the Facilities Operations office at during normal business hours (7am-3:30pm Monday- Friday) and UPD for after hours and weekend calls at If an immediate repair is impossible, the affected department will be notified of the estimated time of repair and any temporary loss of services required to address the issue, such as precautionary shutdowns of electrical or plumbing systems. After 3:30 PM and on weekends, the Central Heating Plant will be notified. If possible, an engineer from the Heating Plant will be dispatched to investigate the situation. If this individual is not able to perform an immediate repair, a representative from the appropriate shop will be called in. An emergency will be handled immediately to within 24 hours. Emergency items include, but are not limited to: Emergency conditions that immediately affect the continued performance of academic, student, or administrative functions. o Major loss of heating or cooling within a building o Loss of power to all circuits in area (if one outlet of many is effected this should be classified as a lower priority) o Elevator malfunctions, o Smoke or Fire Alarms o Continuous leaks: that may result in damage to facility or contents, roof leaks or broken water line. (If leak can be contained it should be, i.e.- turning off water source if drain is leaking or marking the equipment out of order if more are available, this will insure proper scheduling of work.) Temperature Calls: If during normal working hours, a representative from Facilities Operations will contact the department within one hour and investigate the circumstances. A review of the situation, including temperatures and HVAC systems, will be conducted. If adjustments cannot be made to bring the systems into operation within the guidelines of the NY State Energy Code, the department will be briefed accordingly. Immediate security issues o Broken windows or doors: that cannot be secured for a sensitive area such as student records area. o Fire or emergency systems: in state of alarm or limited function that must be returned too normal to insure safety of occupants. If area can be secured, a lower priority should be assigned and work scheduled.

2 Priority 4 - Urgent (Essential Support) Work needed to accomplish the institution's primary objectives (teaching and research), preventing a breakdown of essential operation or housekeeping functions, or improving the operational performance of a necessary system. Priority 4 covers situations that impair but do not hinder operations. These situations will be investigated and assessed within 24 to 48 hours. Priority 4 includes, but is not limited to: Lock failure o (Depending on situation, if the door is and inner door and the area can be secured through locking an outer door or if extra keys are available.) Clogged drains (not overflowing) o Drains that can be secured by turning off water o Leaks that only result from use of system and other facilities are available. Improper lighting o Part of a light fixture is inoperable in a mission critical area, over desks or student areas (two bulbs of four in an florescent fixture) Plumbing repair o Broken Toilet seats o Loose fixtures Floor and ceiling repair o Loose or frayed carpet in high traffic areas o Loose handrails on stairs o Step coverings o Water damaged ceiling tiles, broken or loose. Priority 1- Routine Routine maintenance items are ones that can be scheduled and any materials needed can be ordered and prepared for the repairs. These action items are to be scheduled and assessed within a two week period and will be placed into the schedule upon completion of any priority 4 or 5 items. These items are routine maintenance items and minor events that should be planned in advance. **Major events should be scheduled farther in advance to insure availability of resources and materials** Examples of routine maintenance items are as follows. General Maintenance Issues o Lighting (Bulbs or fixture outages that do not effect the operation of the area at the present time.) o Electrical (General electrical issues that do not pose a safety risk) o Plumbing (Plumbing repairs to maintain regular operations, i.e. replacement of toilet seats (discolored toilet seats, paper dispensers etc.) o Grounds keeping issues o Painting o Installation of Departmental Equipment o Events Support o Key Requests (Academic Departments) o Re-setting Clocks

3 Priority 2- Project Projects are items that can be scheduled and completed within the framework of a project plan or that are scheduled to support Major Events or functions on the campus. Examples of possible project work requests are listed below and some qualifying criteria: Convenience Electrical Outlets and Light switches: Due to the unique nature of the electrical grid and safety regulations, Facilities Operations will first meet with each requesting department to review all options, such as re-location of office furniture, prior to embarking on changes to the electrical infrastructure before scheduling a mutually convenient time to perform the work. In cases where the work is not possible, departments will be notified. Alterations: In all cases involving alterations, the Assistant Director of Facilities Operations will meet with the requesting department within two weeks to establish the following: - Schedule - Coordination issues - Noise and dust control Renovations: The Director of Facilities Operations will notify the AVP for Facilities and Safety within two weeks that a work request exceeds the resource requirements of a normal work order. Within one week of notification, the AVP for Facilities will schedule a meeting with the requesting department to review the following: - Scope of work - Coordination issues - Noise and dust control - Code and design issues - Funding and accounting - Schedule Sidewalk repair or replacement Painting or rehabilitation of a classroom, office, or common area. Major re-lamping of large areas Large events (such as commencement, awards banquets, concerts etc.) Major roof repairs or replacement Upgrades- Mechanical or Electrical systems additions or upgrades Convenience Items: A minor modification to existing rooms or systems enhancing the existing building infrastructure (Example: shelving installation, an additional electrical outlet, or additional lighting).

4 Alterations: Work that involves more than 2 full days for 2 personnel or work involving more than one shop. Involves minor consumption of materials, which are furnished by Facilities Operations or paid for by the customer department. Renovations: Extensive work that requires architectural services, detailed scheduling, or significant funding (materials which Facilities Operations does not normally stock or the commitment of significant campus labor resources). Priority 3- PM Preventive Maintenance (PMs) items are used to check equipment, facilities, and assets on a scheduled basis to insure proper functionality. Deficiencies found during these scheduled events will be corrected at the time of the PM or upon proper schedule or receipt of needed parts. PMs should be completed within the month they are scheduled. Standards of Service for the Custodial Department It is the goal of the Custodial Department to provide a clean and sanitary living, learning and working environment for students, faculty and staff at all times. The college maintains well over 2 million gross square feet, hosts myriads of special events, and is the home or workplace of nearly 7000 people. As such, it is impossible to quantify each and every standard. Sometimes, in view of special events or a snow event, routine cleaning tasks are pre-empted. However, the following primary standards of service apply: Offices: Dust mop/wet mop all floor areas daily. Dust file cabinets, window sills, bookshelves and other office areas weekly or as required. Vacuum carpets weekly. Dust blinds weekly. Corridors: Dust mop/wet mop daily. Spray buff as required. Building Entries: Dust mop/wet mop daily. Vacuum carpet tiles and walk-off mats daily. Stairwells: Sweep daily. Wet mop weekly or as required. Clean glazing weekly. Dust Vents and Grilles: Clean monthly. Classrooms: Dust mop/wet mop daily. Spray buff floors as required. Dust window sills and other horizontal surfaces weekly. Clean chalkboards and eraser trays daily. Empty pencil sharpeners weekly. Clean erasers weekly. Dust blinds weekly.

5 Restrooms: Thoroughly clean and disinfect all toilets, urinals and floors daily. Clean mirrors and sinks daily. Clean fixtures daily. Clean and disinfect shower floors daily. Check and empty sanitary boxes daily. Keep all restrooms well-stocked with paper products. Locker Rooms: Wet mop floors daily. Clean and disinfect shower floors daily. Clean and disinfect all sinks and fixtures daily. Clean horizontal surfaces weekly. Clean vertical surfaces and walls bi-weekly or as required. Library Stack Areas: Vacuum carpet weekly. Clean horizontal surfaces weekly. Gymnasium Areas: Dust mop daily. Clean behind bleachers monthly. Clean vertical surfaces weekly. Clean and disinfect matting daily when in use by teams or classes. Patient Treatment Rooms: Wet mop floors daily. Clean and disinfect sinks and fixtures daily. Trash and Recyclables: Remove daily. Clean garbage rooms daily. Service Entries: Keep free of trash buildup daily. Sweep floors daily. Vertical Surfaces and Walls: Spot wash as required. Handrails: Clean monthly or as required. Light Bulbs: Change as required. EXIT Signs: Change dead bulbs immediately upon discovery. Glazing: Clean all glass areas monthly or as otherwise indicated. TV Lounges in Residence Halls: Clean and mop daily. Vacuum carpeted areas biweekly. Residence Hall Cage Areas: Clean weekly or as requested by the Residence Hall Director. Computer Labs: Vacuum carpeted areas weekly. Clean horizontal surfaces and empty trash daily. Laundry Rooms: Dust mop/wet mop floors daily. Clean horizontal surfaces daily. Clean behind washers and driers weekly. Vending Machines: Clean under vending machines weekly. Clean behind vending machines, if accessible weekly or, if inaccessible, when the machines are moved for cleaning by OAS. Storerooms: Clean quarterly. Science Laboratories: Dust mop/wet mop floors daily. Clean horizontal surfaces daily. Clean sinks daily.

6 Art Studios/Costume Shop/Music Areas: Dust mop/wet mop floors daily. Clean horizontal surfaces daily. Clean sinks daily. Conference Rooms: Dust mop/wet mop floors daily. If carpeted, vacuum carpet weekly. Clean horizontal surfaces daily. Elevators: Dust mop/wet mop floors daily. If carpeted, vacuum bi-weekly. Clean vertical surfaces daily. Tunnel: Sweep bi-weekly. De-water/squeegee as required. Custodial Breakrooms: Dust mop/wet mop floor daily. Clean horizontal surfaces daily. Wood Shops: Sweep floors daily. Clean horizontal surfaces monthly. Suite Type Residence Hall Restrooms: Clean and disinfect weekly. Clean sinks. Mop floors. Clean shower pans. Exterior: Pick up trash around building daily as weather permits. Water Fountains: Clean daily. Snow and Ice Removal: Remove and salt immediately. This exigency takes priority over all other tasks.

The schedule is based upon a five (5) day work week (Monday through Friday). Weekend service is only when requested.

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